BUS251 REPORT

Sec 11
Business Communications on Uber Bangladesh
Submitted To:

DR. MEHE Z. RAHMAN

ASSISTANT PROFESSOR

Submitted by:
Group 3
NAME ID
NUR ISTIAQUE 1620219030
SABRINA SARMEEN NAWREEN 1421521030
MD. TANZIMUL SAHAD 1621058630
SRABON KUMAR 1620766030
MD. ROKIBUL HASAN 1620248030
MD. AFIF HASAN 1620198030

Table of contents
 Table of Contents
Executive Summary.....................................................................................................................................3
Introduction.................................................................................................................................................4
COMPANY OVERVIEW.................................................................................................................................4
Covid-19 Impact on uber.............................................................................................................................5
Research Methodology................................................................................................................................6
Data Presentation and Analysis...................................................................................................................6
Recommendations.....................................................................................................................................15
Conclusion.................................................................................................................................................17
References.................................................................................................................................................18

Executive Summary
Uber uses to provide ride sharing of both bike and car and they provide online food delivery
service in Bangladesh. And in this research paper we tried to examine the communication
method or process of running this ride sharing service in Bangladesh and their steps in pandemic
situation. Since the beginning of COVID-19 pandemic, this ride sharing company have stopped
their operations in Bangladesh. A few days back they have started working again. During that
time, they just provided the online food delivery service, specially they provided online medicine
delivery service. And we tried to carry out a research on the ups and downs of Uber during this
time as well along with their operational process. We did survey to different people who use
Uber and those are 20 years old at least as our primary research. And as our secondary research
we tried to get help from different newspaper and article along with search engine like google
and google scholar. In our survey we put different questions like, how popular Uber is, and how
frequently they use Uber during the pandemic and before the pandemic. And how’s their
experience of communicating the divers of Uber and how about their experience about the
customer care service of Uber and how much they are rating Uber as a ride sharing company.
And the most wonder is almost every consumer knows about Uber and most of them are satisfied
with their service. We also came to know that during the pandemic time the Drivers uses proper
safety and sanitizer. And another wonder is more that 25% people use Uber at least once a week
during this time and more that 25% people uses at least twice a week. And so hardly people
don’t use Uber. That number is less than 16%. And in case of communicating almost 99%
people are happy and positive while voting. Only 1% are not happy. But there’s a big question
about the customer service of Uber. Half of people are unhappy with the customer services of
Uber. So finally, after the research we have some recommendation for Uber as well. Like we
would like to recommend them to less their prize. This is because there are few more companies
who are providing ride sharing in less price. So, there’s a huge chance of passengers to switch to
another company. And the most important thing is they need to improve their customer service
quality. A lot number of people use to complain that they don’t get proper response from the
customer care service of Uber.
 Introduction
Ridesharing administrations have been seen as proclaiming the up and coming age of versatility
and perceived for their capability to give another and more adaptable model of work. These
administrations have additionally been evaluated for their treatment of workers, low wages, and
different concerns. In this paper, we are going to present a subjective examination of the
presentation of Uber in Dhaka, Bangladesh. Uber is basically a ride sharing app. And a few years
back that started serving at Dhaka city as well along with lot more different countries. They are
providing car and bike both services. And there’s different categories of cars as well. Like the
regular cars which are called Uber x and the premium quality cars. And there’s Uber moto.
Utilizing meeting information from drivers and riders, and substance examination of riders'
Facebook posts, we feature how Uber's presentation into Dhaka's current transportation
framework impacted encounters and practices of portability in the city. We are going to do
questionnaire survey to carry out our research on Uber. We would like to do survey to different
types of passengers who use Uber to know about how it works and how they run their
communication process with the passengers. We are also about to figure out how they treat their
rides and passengers. We would exhibit how the presentation of Uber in Dhaka fortifies existing
methods of persecution and presents new ones, even as it produces space for innovative methods
of opposition. And most importantly we would like to know how it’s working and worked
through this Covid-19 pandemic and how they are dealing with this pandemic situation.

Company Overview

Uber Technologies, Inc. is a multinational organization that works to make people's lives easier
and ensures easy mobility service. Uber was founded in 2009 as Uber Cab by Garrett Camp, who
is a computer programmer, and Travis Kalanick. The purpose of forming this company was to
reduce transportation's overall expense and do a hassle-free transportation service for people.
The idea was if people share his taxicab with other then taxicab will be affordable if people
shares ride then people will need less vehicles, and lass vehicle indicates less traffic in the road
and a minimal amount traffic jam, as a result, it will save millions of working hours. The initial
prototype was created by Garrett and a couple of his friends, including Oscar Salazar and Conrad
Whelan, and Kalanick. The beta version of Uber was released in May 2010, and officially the
Ubers mobile apps were released at 2011. UberX was introduced in 2011, which allowed the
public to work for uber with their personal transport. Uber launched UberPOOL at San
Francisco. Gradually, it began to release all the big cities around the world like London, Boston,
Toronto, Sydney, Melbourne, Mumbai, Singapore, Kolkata, Rome, Parris and many more big
cities. Uber rent, which is a peer-to-peer carsharing service available in San Francisco, United
States. Uber is the most successful ride-sharing all over the world, but it forced to sell its
operation of China due to ethnocentrism in china. This company serves people in various ways
like easy transportation service, food delivery service, as well as fright carriers and shipping
services. It serves a various area like ride sharing services like UberX, Uber moto, meal delivery
service like Uber eats, Uber Freight, Bets and ATG and diverse information technology area.
Uber ride segment is basically an integrated virtual platform that make connection between
passenger and vehicle drivers who are registered by their applications. It saves a lot of times of
consumer and have a hassle-free journey. The Uber eats helps customer to buy the food from a
single click of their computer or a single touch on their smartphone. Uber eats services delivers
food at the door of the consumer. It also helps to search and discover various kinds of foods as
there are a lot of variants of foods. The Uber freight is a combination of leverage proprietary
technology, awareness about several types of brands, and experience of reforming ventures to
associate transporters with carriers on a shared medium. Its also provides transporters forthright,
straightforward estimating and the capacity to book a shipment. The rest of segments are
combination of multiple investment stage offerings. Ubers advanced technologies groups are
basically liable for the advancement and commercialization of independent vehicle service and
the technology of ride sharing. Uber rated five stars for privacy rating from Electronic Frontier
Foundation.

Covid-19 Impact on uber

Since the beginning of the COVID-19 pandemic, ride-sharing services like Uber have stopped
operating in Bangladesh. It has been a tough time especially for the drivers since the lockdown
affected their work the only people working are the Uber medics and Uber essential since they
are providing critical services like getting the essential people to work or delivering food to the
people at home. Uber is moving their drives to home supply of food and medicine by intensified
reactions during the shutdown time. However, it is far enough to cover for the lack of profits
from their main business motorcycle and car sharing. They are under pressure to find means of
reducing prices. Because of the pandemic there was no shortage of employment in the major
industries in Bangladesh but salary cuts have also begun in teams. The company is so focused to
keep the drivers safe in all ways by providing them with disinfectants, facemasks and the
company have also come up with a COVID- 19 resource app to keep its employees updated at all
times. On 21 June, only four wheels were permitted in the application by the authorities, but the
rider did not have enough confidence to call for apps and hires. Uber are seeking to stop the
substantial effects of economic problems because of this pandemic and the main saving is the
last aspect of the cost cutting strategy and there are not yet done. Since the government advised
people to work from home Uber services are less needed by their clients this has led to loss
compared to the past twelve months (Sundararajan, 2020). The drivers working with Uber in
Bangladesh are forced to receive less than what they typically earned before the pandemic since
the company is directly affected. However, Uber is focused and committed to continue serving
the community since it is hard to predict what will follow.
 Research Methodology

Our primary analysis was carried out on random individuals. Their age group was 20
years and up. They were given an online survey questionnaire form related to our topic of
research. There were eleven questions relevant to the topic in the questionnaire. Multiple choice
questions with three to five options with some open-ended questions were in the survey
questions.

We used online search engines such as Google, google scholar for our secondary tools, and we
collected data mainly from newspaper papers. We also used blogs and web-based knowledge.
All of these things helped us a lot in completing our analysis.

Data Presentation and Analysis

We conducted a survey asking different aspects of our subject to collect adequate data
regarding our subject. The data we collected helped us to find out the outcome of our research
subject. Our survey was composed of 11 questions. Random individuals completed our survey
questions. The data we obtained from our survey will be discussed below and analyzed.

In our first question, we wanted to find out about the popularity of Uber. A pie chart
would represent the which is given below in figure 1.
 Do you know about the ride sharing company called
Uber?

0.08

0.92

Yes No Maybe

Figure 1: Do you know about the ride-sharing company called Uber?

The pie chart above shows that the rate of the popularity of Uber in Bangladesh is very
high. The pie chart says, 91.70% of them said that they know about the ridesharing company
Uber. None of them said that they do not know about Uber and 8.30% of people said they have
not used Uber yet so do not know about Uber well.

In our second question, we wanted to figure out which ridesharing service people prefer
as an alternative to Uber. We would take the help of the column below to analyze the result in
figure 2.
 Which of the followings would you prefer if Uber was not an
option for you?
60%

50.00%
50%

40%

30%
25.00%

20% 16.70%

10% 8.30%

0%
Pathao Shohoz Obhai None of them

Figure 2: Which of the following would you prefer if Uber was not an option for you?

The result shows that 50% of the people preferred Pathao as an alternative to Uber. The
second position holder of this part of the survey is OBhai with 25% votes. A few people voted
for Shohoz which and the amount is 16.70%. Interestingly, some people did not choose an
alternative to Uber. Most of them are probably loyal fans of Uber. This statistic says that Pathao
is the strongest competitor of Uber in Bangladesh.
The third question was about how frequent the users used Uber in a week before Covid-19. The
pie chart below shows the result in figure 3.

How frequently did you use Uber before Covid-19?

Only if it was an Once a week

emergency 17%
25%

Twice a week
17%

Rarely
17%

More than twice a

week
25%

Figure 3: How frequently did you use Uber before Covid-19?

The pie chart shows an interesting result where we had the same highest score for two
types of people. One is them who used to use Uber more than twice a week before Covid-19.
Another one is the people who only used Uber in case of an emergency. We also found some
people who used Uber rarely, once, and twice a week. The result shows that Uber had a good
number of customers before Covid-19.
To find out if the customers were happy with the drivers in terms of communication, we wanted
them to rate the communication experience with the drivers in our fourth question. The following
column shows the result-

How was your experience with the drivers in term of

communication?
1 2 3 4 5
33.30% 33.30% 33.30%

8.30%

Very good Good Fair Poor

Figure 4: How was your experience with the drivers in terms of communication?

The result is very positive for Uber. Only 1% of the people were not happy with the
communication of the drivers. 99% of the votes were positive. Very good, good, fair equally got
33% each which are the positive options. Thus, the graph shows that most of the customers are
happy with the Uber drivers in terms of communication.
In the fifth question, we tried to figure out if the customers were happy or not with the customer
service of Uber. We will find that out with the help of a pie chart below in figure 5.

How is the customer service of Uber?

7%
7%

Very helpful
Average
Not helpful enough
50% Did not use that option

36%

Figure 5: How is the customer service of Uber?

The numbers are showing that most of the people found Uber’s customer service is very
helpful as this option got 58.30% votes. Also, there is a non-negligible number showing that the
service is average with 41.70% vote. A few people said they did not find the service helpful
enough and some did not use that service. Overall, the result is positive for Uber.

In our sixth question, we wanted the Uber users to rate Uber as a ridesharing service
before Covid-19. The pie chart below would show the result in figure 6.
 How much would you rate Uber as a ridesharing service
before Covid-19?

8% Best
15% 31% Good
Average
Poor
Very poor

46%

Figure 6: How much would you rate Uber as a ridesharing service before Covid-19?

The result shows that most of the votes went for positive options. 50% of the voters said
that Uber is a good ridesharing service. 33.30% of them said that Uber is the best for them. Some
of the voters said that Uber is average and very poor as a ridesharing service. They might have
gone through some unpleasant situations. Though there are few negative reviews we found
during the survey, still Uber has a huge number of users with a positive rating.

 How frequently did you use Uber after the

reopening during Covid-19?
24% 12%

18% Once in a week

Very frequently
In case of emergency
Not yet

47%

Figure 7:  How frequently did you use Uber after the reopening during Covid-19?
In response to this question the respondents gave mixed reaction. A majority portion (47.10%)
expressed that they used Uber only when it was urgent after the reopening during Covid-19.
23.50% respondents said they haven’t used Uber yet. 17.60% voted in affirmative. They said
used uber very frequently just like before. And a very small group (11.80%) said they used at
least once in a week.

In our 8th question we wanted to know if the Uber drivers maintained necessary safety measures
or not. The pie chart below would show the result in figure 8.

40% 40%
Yes
No
Maybe

20%

Figure 8 : Did the drivers maintain proper safety measures for Covid-19?

While we asked our respondents if the drivers have maintained safety a majority were very
positive and answered yes, the drivers did. 46.2% respondents said maybe. And on the other
hand, 23.10% respondents said No, they didn’t feel like the drivers were enough protected and
secured. But all over the positive responses were the highest.
In our 9th question we wanted to know If the riders witnessed any changes in the service after
the reopening or not. Let’s see what they answered.
  Is there any changes in service after the reopening
during Covid-19 that you have noticed?

7%
Major changes
29% Few changes
No changes
Maybe

43%

21%

Figure 9 :  Is there any changes in service after the reopening during Covid-19 that you
have noticed?

40% of the respondents have noticed a few changes after the reopening of Covid-19 whereas,
26.70% said maybe there were some changes or maybe not. 20% of the voters said they noticed
no changes at all. On the other hand, 6.7 % said ye, there were a major change that took place
which they have noticed.

In our tenth question we asked our respondents how much would they rate Uber as a ridesharing
service during Covid-19 in the scale of 1 to 5. The below chart will give a proper idea of the
responses that got.
 How much would you rate Uber as a ridesharing
service during Covid-19?
46.20%

Series 1
23.10%
15.40% 15.40%

0.00%

1 2 3 4 5

Figure 10: How much would you rate Uber as a ridesharing service during Covid-19?

In response to this question we found a majority of respondents rated Uber 4 out of 5. Which
means they think there are still some improvements needed to focus on. 15.40 % think Uber’s
performance is excellent and rated 2. 23.10% rated Uber as 3.
In our eleventh question we asked our respondents for their valuable recommendations to
improve the service?

11. Do you have any recommendations for Uber to improve the service?

Figure 11: Do you have any recommendations for Uber to improve the service?
The respondents gave a lot of suggestions while answering this question. Most of them asked
Uber to decrease its fare as it seem very expensive to them. Others think Uber help center needs
to be more supportive and responsive towards their consumers.

Recommendations

There are some valuable comments from the survey comes up. Based on those comments uber
can take some valuable decisions that can improve the company. The followings are some of the
important comment of our survey analysis:
1.uber should try to improve the service quality at least maintain the current situation
2.some drivers should be more careful about maintaining their safety.
3. fare should be rational or reduced
4. they need to have a 24/7 help center

Our survey analysis and comments from people we recommended some desirable options for
Uber:

1.fair price:
From the survey analysis, we understand that uber has more bargaining power than other
competitors in ride-sharing services. It also becomes a problem for them because when people
ride a share, they can see the trip even before starting it. Uber has much competition in the
market they can easily be replaced by another competitor because of rising prices.
Uber uses surge pricing model, where the regular price can be doubled when demand is very
high and the supply of cars is low. hence that so many competitions in the market, uber has the
highest price. there are more users than ever right now.
We suggested that they need to change the price strategy of Uber. Right now, customers have
more power than anyone. They need to lower the price

2. Improve service quality:

there is something more concerning point comes from the analysis of their service quality. Their
main advantage is their technology. But even that technological power does not satisfy
customers, they need to use new technology. They need to provide more service according to
their customer demand.
Also, one of the reasons their service is failing because of Dhaka’s bad traffic. Which makes it
vulnerable their service standard. Another problem with the customer is that they did not get the
proper service from the driver. Sometimes they contact with the driver but the driver takes too
much time to respond.so, their service quality damaging because of the bad driver too.
Sometimes driver also misbehaves and make extra money from them.
They need to register a much better driver and provide more services to the customer that can
help improve their service quality.
3.online help center:
uber have online 24/7 help and live chat options to communicate nonstop with their customer.
But people don't have enough responses from the online help center. Some of them get harassed
when they complain about the service of uber and doesn't get enough help from them.
So, all trips will be GPS tracked when people calling from their service real-time location will be
marked through their app. To help their customer, they need to monitor 24/7 online help center
and provide more information

4.Discount:
another thing comes from the survey analysis people most percentage users using the app they
are in an emergency and some people say that they switch other ride-sharing services too. That
also means they did not use uber frequently.
To create more advantages then their opponent they need to provide more discount and promo
code. That will give much-added feature for increasing their customer

5. Safe ride:
uber has some controversies over its safety issues with riders. Their report on some sexual
assault and many people victims of inappropriate behavior from the driver.
They need to add features about their rider if they feel bad things happened with them. These
features make customer more safety and it makes a balance their driver and rider relationship.

6. Covid-19 safety:
another thing comes from the survey analysis, people see some still confusion ride-sharing
services during COVID 19.
They need to add more seat limits to allow people to sit in a safe distance. Safety supplies such
as masks and sanitizers should be sent to the riders and customers free of cost. they need to
provide these services free of cost. if the customer doesn't feel safe, they can cancel the ride.

7. Online checklists:
In our survey analysis during COVID 19 some service changes happening during ride those
services. Uber has some features but they can do better if they follow these steps as other
companies do:
Before the driver can go online, they can need to be confirmed. They follow the checklist if
certain features are meet or not. follow the checklists if they don't have any symptoms or not. If
they are safe, they take enough precautions before every trip.
 Conclusion

Our report will analyze the situation during pandemic time uber up and down movement. Uber
offering a decent healthcare to passenger at reasonable rates, but it's complicated during the
pandemic. It is also designed to protect drivers by providing sanitizers, facemasks and the
Company have built a COVID-19 resource application which keeps its employees constantly up-
to-date. During the pandemic, the work and welfare of freelancers, such as taxi-hailers and
courier-drivers, is glaringly absent. That's why Uber is under pressure to deter their vendors from
being laid out by providing a trustworthy or reliable service for drivers and passengers alike.
Uber took their steps to ensure riders and drivers that their riding skills are protected and the
policies which require drivers and passengers to wear masks ensure smooth operation and avoid
crowding. Cars must be inspected routinely and drivers and riders must stick to checklists that
have no symptoms. Additionally, the pooled tours were suspended, where riders could break a
trip in the same direction. Since the pandemic consequences are not explicitly over, there have
been major amendments in security measures and market structures, including business standards
for ride-sharing services, currently being introduced. Their institutions and logistic infrastructure
should be modernized to provide protective steps to ensure stable commercial dealings with
consumers. Both riders and the taxi hail industry will be forced to conform to modern business
regulations such that travelers and contractors are safe and safe.
 References

1.Al-Amin, M. (2019, October 31st). uber urge users, drivers to use safety features. Dhaka
Tribune. Retrieved from https://www.dhakatribune.com/bangladesh/dhaka/2019/10/31/uber-
urges-users-drivers-to-use-safety-features
2. Team, I.C. (2020, July 13) Uber announces new safety measures to equip riders and drivers
for the new normal in Bangladesh. Uber Newsroom. Retrieved from https://www.uber.com/en-
BD/newsroom/uber-launches-covid-safety-features-for-the-new-normal/
3. Enthusiasm over Uber service fading fast amid growing complaints (2019,15 September).
Retrieved from http://www.theindependentbd.com/post/215479